Patrulha do Consumidor: Videogame com defeito provoca confusão na Santa Ifigênia

Summary

In São Paulo, a woman named Érica faces a frustrating situation after purchasing a Playstation from a kiosk in Santa Efigênia. Despite multiple attempts to resolve issues with the console, the seller fails to provide proper service within the 30-day legal limit. With the help of a consumer protection patrol, Érica finally receives a refund, highlighting the importance of consumer rights.

Takeaways

• 😀 A consumer dispute occurred in São Paulo involving a woman who purchased a PlayStation from a kiosk in Rua Santa Efigênia, a well-known commercial area.
• 🚔 The situation escalated to the point where the police had to be involved due to the severity of the conflict.
• 💰 The PlayStation cost 3800, and the total transaction including the controller was 4200, but the consumer faced issues with the product right after purchase.
• 📅 The consumer returned the PlayStation for maintenance on the next day, expecting a 12-day repair period, but the problem was not resolved within the given time.
• 📝 The consumer was not provided with a proper invoice (nota fiscal), which is a legal requirement and a potential crime against tax order.
• 🔄 The seller claimed to have sent the PlayStation for repair but it was found out that the console was not sent and games were being downloaded during the supposed repair period.
• ⏰ Over 58 days passed with the PlayStation in the seller's possession, far exceeding the 30-day resolution period as per consumer protection laws.
• 📚 The consumer was advised of her rights under Article 18 of the Consumer Defense Code, which allows for a refund or product replacement if the issue is not resolved within 30 days.
• 🤝 After negotiations and involvement of the Consumer Watchdog, the seller eventually agreed to refund the consumer's money.
• 📲 The consumer received an email with a proof of payment and evidence of games being downloaded on the PlayStation while it was supposed to be under repair.
• 🛑 The seller initially did not want to provide a refund but after pressure and the threat of legal action, they agreed to return the money.

Q & A

What is the main issue discussed in the video script?

The main issue is a consumer complaint about a faulty PlayStation purchased from a kiosk in Santa Efigênia, São Paulo, which the seller failed to repair within the stipulated time frame.

Who is the consumer involved in the dispute?

The consumer involved is Érica, who bought the PlayStation as a gift for her fiancé.

What was the total cost of the PlayStation and its accessories mentioned in the script?

The total cost was 4,200, which included the PlayStation, a controller, and other unspecified accessories.

What was the initial response from the seller when Érica returned the PlayStation for repair?

The seller provided a receipt and promised a 12-day repair period but did not issue a service order.

How did the seller attempt to justify the delay in repairing the PlayStation?

The seller claimed that the delay was due to issues with Sony and that they were taking care of the situation, despite not providing a tracking code for the mail.

What evidence did Érica provide to show that the PlayStation was being used during the repair period?

Érica provided screenshots showing that games were downloaded and played on the PlayStation during the supposed repair period.

What legal article did Érica invoke to demand a resolution within 30 days?

Érica invoked Article 18 of the Consumer Defense Code, which stipulates a 30-day resolution period for consumer issues.

What was the final outcome of the dispute after the intervention of the Consumer Patrol?

The seller eventually agreed to refund Érica's money, and she received a payment of 3,520, with the seller promising to refund the remaining amount related to a game voucher.

What was the seller's initial offer to resolve the issue after the Consumer Patrol's intervention?

The seller initially offered a new PlayStation in its original packaging, unopened, with a proper invoice, but Érica declined, preferring a refund.

What additional issues were raised regarding the seller's practices?

Additional issues raised included the seller's failure to provide a proper invoice (nota fiscal) at the time of sale, which is a tax law violation.

What was the reaction of the seller when threatened with police involvement?

The seller became defensive and argumentative, but eventually agreed to resolve the issue without police intervention.